The white paper Roadmap to Intelligent Assisted Support outlines how companies can empower support teams with AI-driven knowledge to resolve cases faster and improve customer satisfaction. It identifies key challenges such as information silos, lack of analytics, high staff turnover, and weak self-service adoption. The roadmap includes four steps: establishing a knowledge foundation through KCS practices, delivering relevant content in the flow-of-work via AI-powered search, monitoring customer behavior and metrics like deflection and adoption, and fostering continuous improvement by identifying gaps with analytics. By unifying knowledge and embedding AI into workflows, organizations can reduce effort, boost staff empowerment, and scale world-class support.

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